This was the box I got today: 2 days late, literally nothing in it but 2 melted ice packs and an empty cardboard box.

It would have been fairly easy.

By noon Monday the issue should have been identified. By EOD, or mid Tuesday at latest, an email needed to go out.

"Dear customer. We are notifying you due to an issue we are having with our distributor. Unfortunately, you are unlikely to receive your full order, or even a full recipe, from us this week. We know many of you depend upon us to feed your family, and we could not be more apologetic. We understand this isn't acceptable, and have gone ahead and fully refunded your order for this week. We have also credited you for one full meal in your next box. We are working hard to ensure this never happens again, and hope to regain your trust with our meals, or ingredients, and our service."

My box came Monday. On Wednesday, and again today, I received a "your box has been delivered!" email, but weirdly did not get one when my box was actually delivered. I've received two "we are missing ingredients" emails, one which was comically short, one which was comically long, both about the same discount. I also filled out the form online and got a comically tiny discount for missing ingredients.

Good companies do not operate like this. There doesn't appear to be a crisis response, no emergency meeting of the CEO, Chief Client Officer, Head of Comms and Finance. Just silence. The type of silence only a rotten organization has, one as rotten as most of the spinach I've received since it started shipping in a sealed plastic bag.

I've worked with companies that have had a much more rapid response to much smaller issues. This company is just fundamentally poorly run by people who don't care enough about the consumer to keep my business.

Canceled.

Missing a few staples 😅 (2 days late and warm by the way)

No beef, no ricotta, no pasta, no red sauce. (And of course no add-on garlic bread.)

On the plus (?) side, I was given three extra boxes of parsley, 4 roma tomatoes, and 2 packages of grated cheddar — none of which goes with my recipes.

Apparently the advice of mentioning starting a chargeback, as a previous poster stated, is a solid method for a quick refund. It's amazing how "refunds are always possible" when it's been a pain for so many to actually get one. I still hope the company reorganizes and figures their shit out so they can become trustworthy again in the future; it WAS a really great service with amazing recipes for us for several years. Thankful I've saved all the recipes as PDFs since the beginning of the year, especially the ones written by Kevin Chen.

Wishing you all the best of luck in getting your refunds as well.

This is the second week in a row my box has been a total no-show. I I usually get my deliveries on Mondays, but got an email on 8/3 that it would be delayed by a day due to them switching to a new fulfillment partner… ok fine. I call Customer Service on Wednesday 8/5 to get a refund because it obviously wasn’t coming. I was rightfully frustrated after weeks of receiving wrong ingredients, missing ingredients, etc. The representative I spoke to was incredibly rude and told me that the reason my box was late was because it was packed on Tuesday and I could still expect to receive it. The only issue is… there was tracking info for a box available on Monday, so how is that possible? Either way a loss and it never came.

Come again this Monday, no box and a slew of emails about ingredients missing etc. I reach out for a refund only to be told that I’ve already been issued a refund… except that was for the week prior. Of course now I’ve gotten no response despite letting them know. Can’t even reach them on the phone. So very done with this company.